Insufficient credit on viewing card message on movie rental using sky q

[Foggycat11]

I am not able to view a downloaded movie because sky say I have insufficient credit on my viewing card. Problem occurred after removing viewing card and putting back. The card has paired ok and I have requested call back. No go!

[Chloe-W22]

Hey @Foggycat11 ! Welcome to the Sky Community, click here to help get started...

Sorry to hear you're having an issue, this is something that needs updating in your account. I can escalate your post to one of our Community Messaging agents who will reach out and get that sorted for you here on Community 😊

Keep checking back here for a blue chat bubble appearing and for clarity here is some info on what our Community Messaging service is: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

Thanks,

[mike+simmonds]

Hi @Foggycat11 

As an alternative to the suggestion from @Chloe-W22 (most of her suggestions usually do work)  if there is any delay in contact and you wanted to get it fixed quickly - this can usually be sorted out with a live chat to the Skystore team (they should be open now for another hour if you can get through )

https://www.skystore.com/n/hcus/help/contact-us 

It sounds like your credit limit may have  become reset to £0 and you will probably need to agree an amount with them to be registered on your account 

[dmy24]

Thank you for escalating this. We have sent an invite to chat 🙂 

[Foggycat11]

Have had two online chats. Card limit set to £100 but the problem persists. The issue has gone up the train of command but have had no resolution yet. I think I may need a replacement card.

[Mr+Flibbles+86]

Update - THis has been resolved on a private chat

[mike+simmonds]

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@Mr+Flibbles+86 wrote:

Update - THis has been resolved on a private chat

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Thanks for confirming @Mr+Flibbles+86 

Just to help with future similar questions  - was it a problem with the physical card or just something that needed updating at the Skystore end ? 

[Mr+Flibbles+86]

Just an update need on our side for the account settings

[Foggycat11]

After a long chat session I thought the problem was fixed. However the problem is back. I can download and watch films directly from the TV sky store but not from the sky+ app.

[caesarome]

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@Foggycat11 wrote:

but not from the sky+ app.

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If you are trying to remote download a Sky Store film via the Sky+ app what happens when you try to do this, what error message do you see ?

[Foggycat11]

At the top of the tv screen it says "the purchase cannot be completed as insufficient funds on viewing card. This is when I have used sky+ app to initiate the download.

[caesarome]

That is odd, can you set the same download via your box itself ?

If so it might be worth double checking this with Sky Store support via the live chat when it opens at 11am:

https://www.skystore.com/help/contact-us

[Foggycat11]

I wanted to watch the movie The Duke wit Jim Broadbent. It appears on app but not on tv. I also wanted to view The Electrical Life of Louis Wain which appears both on tv and the app. This appears to download from eithe tv or app. When I press play I get the insufficient funds message.

[mike+simmonds]

Let us know @Foggycat11 if you got through on live chat - or if you need another private chat - let us know and we can escalate it again for you. 

[Ashcoul]

Hi @Chloe-W22 @I am having the same trouble, please could you help 😊